Do you have a concern you would like us to know about?
As a patient of Stratford Family Health Team, you have the right to safe treatment, respect, privacy, and active participation in your care and treatment.

You are entitled to access our complaint process. If you have concerns about the care, you have received or the services provided, you have the right to ask questions, make suggestions, and make a complaint without fear that doing so will have a negative impact on your care.

We hope that most concerns can be sorted out easily and quickly, at the time they arise and with the person involved. If your concern cannot be sorted out in this way and you wish to make a formal complaint, please let us know as soon as possible. Ideally, you will let us know within a matter of days or weeks because this will enable us to establish what happened more easily and respond in a timely way. All such complaints will be thoroughly investigated.

The Complaint Process
Please speak with the appropriate member of your healthcare team about your concern as soon as reasonably possible. If you are unable to resolve the concern in this way, please take the following steps:

  1. Complete the complaint form. Completed forms may be mailed to:
    Claudia Mior, Executive Director
    444 Douro Street, Suite 202
    Stratford, ON N5A 0E6
  1. You may request a complaint form electronically which can be returned by email to: cmior@sfht.on.ca
  2. Once received, the complaint will be reviewed by the Executive Director. 4. All complaints will be thoroughly investigated; you will be contacted by telephone within 30 days of receipt of the complaint.
  3. In order to address concerns, the Executive Director may review the complaint with the appropriate healthcare team member(s) and ask them to provide input.

We ask that you be as specific as possible about your complaint when completing the complaint form to allow for more accurate investigation of the complaint.

Safeguarding your Privacy
All medical information is confidential. If patient confidential medical information is required to address the concern, consent will be obtained in advance from the complainants.

Possible Outcomes of a Complaint
The goal of our complaint process is the continuation of a good relationship with your healthcare team so that you can continue to receive health care services in a manner that is responsive, efficient, safe, and sensitive to your needs.

Once all the information has been reviewed, the outcome may be one of the following:

  1. Engage in further discussions with you and the most appropriate health care professional involved in your care to resolve the complaint to all parties’ satisfaction.
  2. Take no further action if the care provided was appropriate.
  3. Refer concerns to Stratford Family Health Team Lead Physician for further review.

Other Avenues for Advocacy and Review
We hope that our complaint process will help to resolve any concerns you might have, however, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation, you have the right to make complaints through other avenues. Most health care providers you will see in our Family Health Team are regulated practitioners who belong to a governing or regulatory college. Health professional colleges are established to protect the public and by law must have a process to address your complaints. Each college gives detailed information about making a complaint and will assist you if you need help. When you contact the college, ask for their complaints department.
If you have a privacy concern, you may wish to contact the Information and Privacy Commissioner of Ontario. Please see our Privacy Policy for more information.